Hanif, Rizki Fauzan (2025) STRATEGI PELAYANAN PADA PERUSAHAAN JASA KESELAMATAN DAN KESEHATAN KERJA (PT. MULTI CIPTA PRIMA). D3 thesis, universitas sultan ageng tirtayasa.
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Abstract
This study aims to analyze the service strategy implemented by the Occupational Health and Safety service company (PT. Multi Cipta Prima) in enhancing customer satisfaction. The main focus of this research lies in two service strategy dimensions: Tangibles (physical evidence) and Reliability. The study adopts a qualitative approach using literature review, observation, and interviews with OHS industry practitioners within the company. The findings reveal that the company has applied service strategies that include the provision of adequate infrastructure and equipment, competent human resource training, and a structured service quality monitoring system. These strategies have succeeded in improving customers’ positive perceptions of the company's professionalism and reliability. Customer satisfaction is reflected in the questionnaire results, where the majority of respondents stated they were satisfied with the services provided, particularly regarding equipment readiness, staff appearance, and timeliness. This indicates that the implemented service strategies have met or even exceeded customer expectations. Through consistent and standardized service delivery, PT. Multi Cipta Prima has successfully built customer trust and loyalty. The study recommends the development of digital technologies and the improvement of operational standards to ensure the company remains competitive and is able to sustain customer satisfaction over the long term.
| Item Type: | Thesis (D3) | |||||||||
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| Additional Information: | Penelitian ini bertujuan untuk menganalisis strategi pelayanan pada perusahaan jasa Keselamatan dan Kesehatan Kerja (PT. Multi Cipta Prima) dalam meningkatkan kepuasan pelanggan. Fokus utama dalam penelitian ini adalah pada dua dimensi strategi pelayanan, yaitu Tangibles (bukti fisik) dan Reliability (kehandalan). Penelitian ini menggunakan pendekatan kualitatif dengan metode studi literatur, observasi, dan wawancara terhadap pelaku industri K3 di perusahaan. Hasil penelitian menunjukkan bahwa perusahaan telah menerapkan strategi pelayanan yang mencakup penyediaan infrastruktur dan alat kerja yang memadai, pelatihan SDM yang kompeten, serta sistem pemantauan kualitas pelayanan yang terstruktur. Strategi tersebut mampu meningkatkan persepsi positif pelanggan terhadap profesionalitas dan kehandalan perusahaan. Kepuasan pelanggan tercermin dari hasil kuesioner, di mana mayoritas responden menyatakan puas terhadap pelayanan yang diberikan, baik dari sisi kesiapan alat, penampilan petugas, maupun ketepatan waktu pelayanan. Hal ini menunjukkan bahwa strategi pelayanan yang diterapkan telah memenuhi bahkan melebihi harapan pelanggan. Dengan pelayanan yang konsisten dan terstandar, PT. Multi Cipta Prima berhasil membangun kepercayaan serta loyalitas pelanggan. Rekomendasi dalam penelitian ini menekankan pentingnya pengembangan teknologi digital dan peningkatan standar operasional agar perusahaan tetap kompetitif dan mampu mempertahankan tingkat kepuasan pelanggan secara berkelanjutan. | |||||||||
| Uncontrolled Keywords: | Service strategies, customer satisfaction Strategi pelayanan, kepuasan pelanggan | |||||||||
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management | |||||||||
| Divisions: | 05-Fakultas Ekonomi dan Bisnis 05-Fakultas Ekonomi dan Bisnis > Program Diploma III Marketing |
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| Depositing User: | Rizki Fauzan Hanif | |||||||||
| Date Deposited: | 12 Sep 2025 02:48 | |||||||||
| Last Modified: | 12 Sep 2025 02:48 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/54408 |
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